13401i

Professional certificates

Communication & Customer Service Héctor M. Pérez Feijoo Jorge M. Pérez Hernández Lía López González Carmen Caballero Bravo

www.mhe.es

Advanced Vocational Training Course

Contents Business organizations

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1. The company as an organization ................................................................................................................................................................................ 8 2. Types of business organizations ................................................................................................................................................................................10 3. Functions in the organization: planning, management, organization and control ....................................................................................12 4. Departments in the company. Organizational charts ........................................................................................................................................15 5. Decision-making .............................................................................................................................................................................................................. 17 6. Corporate identity and corporate image ................................................................................................................................................................20 Summary ..................................................................................................................................................................................................... 25 Test review .................................................................................................................................................................................................. 26 Check your learning .................................................................................................................................................................................. 27

The communication process

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1. Elements involved in the communication process ...............................................................................................................................................30 2. Barriers to communications ........................................................................................................................................................................................39 3. Solutions to communication barriers ....................................................................................................................................................................... 41 4. Differences between communication and information .....................................................................................................................................42 Summary ..................................................................................................................................................................................................... 43 Test review .................................................................................................................................................................................................. 44 Check your learning .................................................................................................................................................................................. 45

Communication within the company

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1. Communication within the company. Types .........................................................................................................................................................48 2. Internal communication ...............................................................................................................................................................................................50 3. External communication ..............................................................................................................................................................................................55 4. Communication on a crisis...........................................................................................................................................................................................61 5. Communication networks ...........................................................................................................................................................................................63 6. Communication as a source of behaviours .............................................................................................................................................................65 Summary ..................................................................................................................................................................................................... 67 Test review .................................................................................................................................................................................................. 68 Check your learning .................................................................................................................................................................................. 69

Non-verbal communication

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1. Non-verbal communication ........................................................................................................................................................................................72 2. Factors related to non-verbal language ...................................................................................................................................................................75 3. Functions of non-verbal communication ................................................................................................................................................................84 Summary ..................................................................................................................................................................................................... 85 Test review .................................................................................................................................................................................................. 86 Check your learning .................................................................................................................................................................................. 87

Oral communication

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1. Oral expression ................................................................................................................................................................................................................90 2. Listening for better communication .........................................................................................................................................................................99 Summary ................................................................................................................................................................................................... 107 Test review ................................................................................................................................................................................................108 Check your learning ................................................................................................................................................................................109

Telephone communication

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1. Telephone communication ........................................................................................................................................................................................112 2. Telephone media and equipment ............................................................................................................................................................................113 3. Additional services offered by the telephone equipment ...............................................................................................................................116 4. Rules for a good telephone communication ....................................................................................................................................................... 120 5. Telemarketing .................................................................................................................................................................................................................125 Summary ................................................................................................................................................................................................... 129 Test review ................................................................................................................................................................................................ 130 Check your learning ................................................................................................................................................................................ 131

Contents Written communication within the company

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1. Written communication ............................................................................................................................................................................................ 134 2. Produce or reproduce documents............................................................................................................................................................................137 3. Models of written documents in the company.................................................................................................................................................. 138 4. E-mail and netiquette ..................................................................................................................................................................................................157 Summary ................................................................................................................................................................................................... 159 Test review ................................................................................................................................................................................................160 Check your learning ................................................................................................................................................................................ 161

The customer service department

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1. The customer service department. Customer service ..................................................................................................................................... 164 2. Stages in the process of customer service ........................................................................................................................................................... 168 3. Procedures to solve complaints and claims..........................................................................................................................................................170 4. Enforcement of rules on resolution of complaints and claims.......................................................................................................................177 Summary ................................................................................................................................................................................................... 179 Test review ................................................................................................................................................................................................180 Check your learning ................................................................................................................................................................................ 181

After-sales service

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1. After-sales service........................................................................................................................................................................................................ 184 2. Relationship of the after-sales service with other processes within the company .................................................................................187 3. Quality management and the after-sales service ............................................................................................................................................. 190 4. Techniques and tools for quality management.................................................................................................................................................. 193 5. Structuring the after-sales service ......................................................................................................................................................................... 195 6. Management tools of an after-sales service ....................................................................................................................................................... 198 Summary ...................................................................................................................................................................................................199 Test review ................................................................................................................................................................................................200 Check your learning ................................................................................................................................................................................ 201

The information processing

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1. Information processing .............................................................................................................................................................................................. 204 2. The file ..............................................................................................................................................................................................................................215 3. File media ........................................................................................................................................................................................................................219 Summary ................................................................................................................................................................................................... 221 Test review ................................................................................................................................................................................................222 Check your learning ................................................................................................................................................................................223

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